Associate Director - Salesforce Service and Experience Cloud

📋 Description

• • As an Associate Director specializing in Salesforce Service and Experience Cloud at Riveron Consulting, you will be at the forefront of designing, implementing, and optimizing cutting-edge solutions that redefine customer service and engagement.
• • This pivotal role demands a deep understanding of client service processes, requiring you to translate complex business needs into robust and scalable Salesforce configurations.
• • You will be instrumental in leveraging the full capabilities of Service Cloud, including advanced case management, comprehensive knowledge base systems, and sophisticated omni-channel routing, to ensure seamless and efficient customer interactions.
• • Simultaneously, you will architect and build branded customer and partner portals using Experience Cloud, fostering stronger relationships and providing self-service capabilities.
• • A key aspect of your responsibility will involve meticulously documenting functional requirements, translating them into detailed solution designs, and preparing essential architectural diagrams such as System Architecture and Entity Relationship Diagrams.
• • You will critically assess client requirements, mapping them against out-of-the-box Salesforce features and identifying strategic opportunities for customization where necessary.
• • A significant part of your role will be guiding clients through critical buy-versus-build decisions, ensuring they adopt the most effective and efficient solutions.
• • You will gain hands-on experience configuring a wide array of Service Cloud features, including but not limited to Case Management, Knowledge, Omni-Channel, Entitlements, Digital Engagement, Chat Bots, and Computer Telephony Integration (CTI).
• • The implementation of Field Service and Survey functionalities will also fall under your purview, enhancing the client's ability to manage field operations and gather valuable feedback.
• • You will integrate third-party AppExchange products, such as CTI solutions (e.g., Nice Incontact, TalkDesk), Survey Monkey, and OwnBackup, to extend Salesforce's capabilities.
• • Crafting insightful reports and dashboards tailored to specific client requirements will be essential for performance monitoring and strategic decision-making.
• • Configuring Single Sign-On (SSO) solutions will be a key task, ensuring secure and streamlined access for users.
• • You will identify integration requirements with other systems, such as NetSuite and ERPs, and propose effective integration approaches using REST/SOAP APIs and middleware platforms like MuleSoft or Boomi.
• • A core focus will be on building and customizing Experience Cloud sites, creating intuitive and branded portals for customers and partners.
• • This includes configuring Experience Builder, Customer Service, Partner Central, Self-Service Portals, Knowledge, and Chatter functionalities within Experience Cloud.
• • You will customize Experience Cloud templates to align with client branding guidelines and enhance user experience, ensuring responsive design and accessibility across all devices.
• • Preparing detailed configuration runbooks and providing guidance to the development team will be crucial for successful project execution.
• • Conducting comprehensive user training sessions and developing clear, concise documentation will empower clients to effectively utilize the implemented solutions.
• • This role offers a unique opportunity to work with a diverse range of clients, from global enterprises to high-growth private entities, solving complex challenges and driving significant business impact.
• • You will contribute to a collaborative and entrepreneurial culture that values diverse perspectives and delivers exceptional outcomes.
• • Your work will directly support client success by enhancing their customer service operations and digital engagement strategies.
• • This position is ideal for a seasoned Salesforce professional looking to take on a leadership role and make a substantial impact within a dynamic consulting environment.